Qualification

Infinity products, be they Hardware, Software or Service, may qualify for a replacement product or for replacement parts to be provided at no extra cost by Infinity Electronics Ltd in the unlikely event that they are damaged or inoperable or in someway compromised after purchase. All products come with a minimum 12 month warranty which is active from the moment an order is processed. Some products will come with a 24 or 36 month warranty; and only products whose warranty is still active will qualify for PRRP.

Any product whose warranty has expired is excluded from PRRP.

Any product that is found to have breached the usage policy, regardless if its warranty is still active, is excluded from PRRP.

All PRRP requests must be made directly to Infinity Electronics Ltd via the contact page on this website.

PRRP requests can be made whilst a Product, or its parts, are in production or have stock remaining once production ceases. Once stock piles of a product or parts are depleted, PRRP requests for these products and parts will be declined and the explanation shall be given at this time to those who make the request. Infinity cannot provide an endless supply of products and parts whilst newer products and parts are replacing previous generations.

Inspection

Once a PRRP request is received by Infinity, a member of staff will check to make sure all necessary information has been provided. When making a PRRP request, please make sure you provide Infinity with the following information:

• The Product Model
• The Product Serial Number
• The Date of Purchase of the product
• Where the product was purchased from
• Your Country of Residence
• Address - where should items be sent to?
• Product Condition - detail what condition the product is currently in (please be accurate and correct)
• Your intended action - do you want a Replacement Product or Replacement Parts?

If Infinity does not receive the above information in full then this might result in significant delays, or a total rejection, of the PRRP request.

In the event a Replacement Product is requested; once a complete PRRP request is received by Infinity, a member of staff will contact you to request you return the original product back to Infinity. The product is inspected before confirmation is granted for its qualification to PRRP and only once an item is qualified for PRRP will a replacement product be sent out to you.

Please Note:- once the request for the product to be sent back to Infinity is made, you have 10 working days to have the item sent back to Infinity before the PRRP case is closed.

In the case of a Replacement Product; once the PRRP product is received by Infinity within 10 working days of the PRRP request, Infinity will inspect the item to ensure it qualifies for PRRP and that it matches all information provided as per the PRRP request. This inspection can take up to 30 calendar days depending on the amount of PRRP requests at a given time.

In the case of Replacement Parts; Infinity will determine the lead time and availability of the requested parts and communicate this to the customer. Lead times can vary greatly and can only be confirmed at the time of a PRRP request. Replacement Parts are only manufactured whilst products are active, production stops once a product becomes discontinued. When this happens, parts are kept for PRRP until stock is depleted at which time any PRRP requests for these parts will be declined and explained to those who request them. No inspection is required for Replacement Parts requests unless the request is for the parts to be fitted by Infinity. In this case a fee may be charged depending on the part, the procedure and the location of the customer making the request. Fee values will be determined and confirmed at the time of said PRRP request.

Action

PRRP is free for any items within their warranty period that do not void their usage terms or their warranty terms. Any items listed as "Brand New" will be charged a Replacement Product fee if they arrive to Infinity with any aesthetic/cosmetic damage. The value of the Replacement Product is 75% of the value of the product at the time of purchase; please ensure PRRP items are only listed as Brand New if they are in identical condition as at the time of purchase so as to avoid the fee.

In the case of a Replacement Product; once Infinity has received the product within 10 working days and the inspection has been completed and the product is confirmed for PRRP status, Infinity will replace the product for a Brand New product. If the PRRP product is listed as Brand New and it arrives with cosmetic damage, Infinity will take photos and send them to the customer and charge a fee, 75% of the original product value, for the replacement product to be issued. For products with correct conditions listed, the PRRP replacement product is free.

Infinity will then move any SIM cards, SD cards, accessories or other; to the new replacement product and send it back to the confirmed address of the customer. No data will be migrated for the customer so please ensure backups and/or data migration is completed before a PRRP request is made.

In the case of a Replacement Part; Infinity will confirm lead time and availability of requested (part(s) to the customer. Once in to stock, these shall be sent to the confirmed address of the customer.